Refund policy
Last Updated: 2 July 2024
We want you to be thrilled with everything you purchase from us, but understand that there are occasions when you might not be satisfied. If you believe that you have received a faulty or defective product, please visit us in-store or contact us straight away on 02 9555 1545, or by emailing shop@pepperwhites.com.au so that we can organise a return or replacement.
Proof of Purchase
All returns, refunds, exchanges or faulty products must be accompanied by any of the following Proof of Purchase:
• Original register receipt
• Online receipt
Change of Mind
If you have changed your mind about your purchase, we will be pleased to offer you a refund or exchange within 24 hours of purchase provided that:
• You have provided satisfactory Proof of Purchase; and
• The item is in a saleable condition, with the original tags and labels still attached, the item is in its original packaging (if applicable), and the item is unworn, unused and as sold.
After a period of 24 hours has elapsed, you may still return the item to the store within 14 days for an exchange or credit note.
Please note that some items are non-returnable unless they are faulty: please refer to the list below under Special Exceptions.
Consumer Guarantees
As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased from Pepperwhites.
Returns Policy
We are more than happy to offer a refund or exchange within 24 hours of purchase on most items.
Thereafter, we can exchange or give store credit up to 14 days after purchase.
The following conditions apply:
- Item must be unused and in its original packaging.
- Provide tax invoice as proof of purchase.
- All delivery fees are non-refundable.
Special Order Returns
Returns on special order and furniture pieces will be offered a store credit only. Where a refund is required a restocking fee will apply.
Next Day Returns Policy
Particular items cannot be returned more than 24 hours after purchase due to hygiene.
These items include but are not limited to:
- Soft furnishings including cushions, throws, sample rugs and baby items.
Non-Returnable Items
No returns will be accepted on the following items:
- Bedding
- Towels
- Books
- Lamps
- Large artworks and mirrors
- Live plants
- Food
- Vintage products
- Made to order and custom made items
- Sale and discounted items
Returns on special order and furniture pieces will be offered a store credit only. Where a refund is required, a restocking fee of 20% will apply. All delivery fees are non-refundable.
How to Return Items
You can return items in person to our store in Balmain NSW or by post or courier. You will be responsible for paying for your own shipping costs for returning your item unless the item is faulty. If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Online Returns
1) Please email us at shop@pepperwhites.com.au outlining the items to be returned and the reason before returning any items. If item is damaged or faulty please include images if possible.
2) Once approved send items to: Pepperwhites - 250 Darling St, Balmain, NSW, 2041. Please include your Proof of Purchase with your goods.
3) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
NOTE: If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.